Collections & Servicing Quality and Performance - Wolverhampton, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Wolverhampton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

REED are pleased to be working alongside a leading specialist mortgage lender to recruit a Collections & Servicing Quality and Performance Analyst position on a permanent basis
The purpose of this role is to lead the delivery of Quality & Performance and ensure that the highest of standards are maintained at all times

The main duties of this position are

Undertake process/ administration quality checking across the department ensuring all outputs are of the highest standard.
Achieve quality checking accuracy target of >=90%
Provide floor support and knowledge development where required to junior members of the team where required for complex issues or technical guidance and to identify agent development.
Assess and mark both live and recorded calls to confirm that calls are compliant with all external regulation requirements and also satisfying the internal customer journey. Provide feedback to team managers and to People Development on coaching and developmentneeds on call fails where required
Manage escalations and resolve technical queries from junior team members
Identify skill needs and gaps, recommending appropriate coaching solutions in conjunction with team managers and People Development to achieve the desired results
Use experience and knowledge to encourage colleagues to effectively question and discuss with customers their individual circumstances to ensure a true understanding of the customer situation and identifying root causes, always ensure that dialogue is inkeeping with the principals of TCF
Identify any potential fraudulent activity or breaches to contract and escalate any concerns to the appropriate person immediately
Ensure all work is carried out in line with compliance requirements both internal and external regulation, including GDPR, MCOB and MMR
Drives the development of new and innovative solutions to problems by reviewing ways of working and suggesting improvements or streamlining for complex tasks.
Previous experience of working within a financial services environment is Desirable
Previous experience of assessing / quality checking / audit administrative work and providing appropriate feedback

Working hours - Mon - Fri hours)

Salary £27,000 - £32,000 p/a

AMAZING Benefits package
This is a fantastic opportunity to join a fun and vibrant team will great progression and growth opportunities